Serramonte Volkswagen

I recently purchased a 2018 Lexus NX300 from Volkswagen of Serramonte. During the inspection, I discovered the windshield was damaged, which is a safety concern. Driving with a cracked or damaged windsh of Serramonte. During the inspection, I discovered the windshield was damaged, which is a safety concern. Driving with a cracked or damaged windshield in California can be illegal if it obstructs the driver’s view, and it creates potential safety and liability issues. The dealership stated they would attempt to arrange for someone to come to me for the windshield replacement, but also mentioned there was a possibility that I would need to return to the dealership if that could not be arranged. Considering I am located about 86 miles away (roughly a 1.5–2 hour drive one way), requiring me to return to the dealership for a repair related to a condition present at delivery is not reasonable, especially when there are many reputable auto glass repair shops much closer to my location. I also don’t believe a fair attempt was made to locate a local glass company or have their glass provider travel to me. Additionally, during the drive home I began noticing what appears to be a wheel bearing issue, which is another concern. I have emailed the General Manager in an attempt to resolve this directly but have not received a reply. I am still hoping management will step in and address these concerns fairly. If we cannot resolve this, I may need to pursue further options through the appropriate consumer and regulatory channels. More

My experience with Serramonte Volkswagen service was extremely disappointing. I brought my 2022 Volkswagen ID.4 in for a routine 30,000-mile inspection and a recall repair. While my vehicle was in th extremely disappointing. I brought my 2022 Volkswagen ID.4 in for a routine 30,000-mile inspection and a recall repair. While my vehicle was in their custody, it fell from a service lift and was damaged. The repair required sectioning and welding work on the rocker panel area. Although the dealership arranged for the body repair, the overall handling of the situation was poor. The repair process took months with repeated changes to the completion date and very limited communication. I frequently had to follow up myself to get updates. Even more concerning, after the accident occurred under their control, the dealership still charged me over $350 for the original service visit and refused to offer any form of diminished value compensation for the damage caused to my vehicle. Accidents can happen, but how a business responds afterward matters. In this case there was little accountability, poor communication, and no effort to make the situation right. I hope Serramonte Volkswagen reviews their service procedures and customer care policies so future customers do not have the same experience. More

Sho seems to be the only person carrying 5 stars for this dealership. Everyone else deserves 0 and a full redo of customer service training. I genuinely don't understand how this dealership has a 4.2-star av dealership. Everyone else deserves 0 and a full redo of customer service training. I genuinely don't understand how this dealership has a 4.2-star average... Name to be aware of: Kelvin Thu( Sales Consultant), Wilson Lau (Service Manager), JP (Sales Manager) heard the word lawyer and started laughing - they will not take customers seriously. I originally called about a used Porsche Macan S listed on Carfax and spoke with Sho. Since he was busy, Kelvin Thu became my sales consultant. I chose this vehicle solely because of its clean Carfax and stable maintenance history. I fully understood that this was a used Porsche with 100k miles. However, because it was listed by a major brand dealership, I trusted that the vehicle had been properly inspected and was safe to drive. Kelvin Thu showed little familiarity with the vehicle or brand. His main selling point was, "It'll look good when you take selfies," when opening the sunroof. He also repeatedly claimed VW is a "big dealership" that thoroughly inspects vehicles, unlike "small used car dealerships on Mission," implying this car was reliable and safe. That representation turned out to be false. 1/13 - I purchased the vehicle. Within 10 minutes, the passenger-side headlight stopped working. I immediately contacted VW Serramonte and was told to bring the car back. 1/14 - After a two-hour inspection, Service Manager Wilson Lau informed me after the sale that the car was sold "as-is" and had deeper electrical issues. He even suggested they may not have inspected the vehicle before selling it, which was extremely concerning. The dealership eventually agreed to take responsibility and arranged repairs through an affiliated dealership. Wilson Lau stated the car would be sent to Dodge Ram Stevens Creek (their sister dealership), though no explanation was given. I was denied a loaner car and paid $80 out of pocket for an Uber back to San Francisco, which was never reimbursed due to a lack of communication from WILSON LAU. From that point on, communication completely broke down. I received conflicting instructions, calls went unanswered, and my vehicle was moved between multiple locations, including Dodge Ram Stevens Creek, Porsche Stevens Creek, and finally Century Automotive in Santa Clara, without my knowledge or consent. For weeks, I had no access to my vehicle while my personal belongings remained inside. I had to repeatedly chase updates, as VW Serramonte provided almost no proactive communication. Eventually, I hired a lawyer to send a demand letter requiring the release of my vehicle with a functioning headlight by February 6. On that day, I was told the car was ready, yet no one could confirm where to pick it up. Wilson Lau was unreachable, no one was willing to transport the car back to VW Serramonte, and a flatbed tow was refused because no one wanted to cover the cost. When I finally picked up the vehicle at 7:30 PM, the main headlight was working, but one sub-light was still out. The car still displayed service warnings and a missing headlight module. I am now back with my newly purchased vehicle that is still not fully repaired. This dealership demonstrated a serious lack of transparency, accountability, and basic customer care. So where is Wilson Lau... The only way to solve this is to fix my dang headlights and reimburse my expenses from all the transaction costs from not having my car... If you are a Young Asian woman going to buy a car by yourself, everyone will take advantage of you. Don't even think about walking into this dealership. That is it. More

The dealership never responded to my inquiry about the Golf R. Based on their ratings I’m not surprised or upset. I looked at and kept track of dealer ratings and for the most part they are poor across th Golf R. Based on their ratings I’m not surprised or upset. I looked at and kept track of dealer ratings and for the most part they are poor across the board. I can only assume that people are more likely to take surveys when they have negative things to say More

Hook em and crook em Arash liar and cheat. If his lips are moving he's lying. All phone calls are also recorded without consent. Everything you ever heard bad about car Arash liar and cheat. If his lips are moving he's lying. All phone calls are also recorded without consent. Everything you ever heard bad about car dealers you will find here. More

Sold me a car with only one key an terrible customer service TL;DR: I was sold a car with only one key, and it took me 10 months and constant calls to get my second key. Throughout the who process, I was treated TL;DR: I was sold a car with only one key, and it took me 10 months and constant calls to get my second key. Throughout the who process, I was treated poorly by the dealership and got very little response from anyone. I would not recommend that anyone come here. I bought a car from Serramonte Volkswagen, but when I came to pick up my car they had lost the second key. They promised that they would order a second key and get it all sorted out for me immediately. I regularly contacted the dealership to check in on the status over months, and was continually assured that they key was on order and would be in shortly. After a few months the dealership was convinced that I had lost my previous key and was trying to get a new one for free. I eventually found out that the key order hadn't been put in correctly, but this required daily calls for three weeks. I was always told I would be called right back and never was. 10 months later, I am finally getting my second key. Throughout the process I have been treated poorly by the dealership. If you leave here with everything working perfectly, it may be fine. But don't expect any help if you have even the tiniest issue. More

Devastated Dealer ever, avoid all cost If you are planning to have you car for any warranty repair / service at this place, please read my personal experience. To the GM Arash, thank you fo If you are planning to have you car for any warranty repair / service at this place, please read my personal experience. To the GM Arash, thank you for your childish denial and here is my review open for public. I bought in the car for a simple wiper linkage replacement and found out scratches all around the repair area+their incompetent staff bump and leave dings on my rear bumper and license plate( there is a back up camera and still?) Brought the car back in, the Service Director Vince kept try to deny his staff did and accuse it could happen everywhere but said will follow up with me within 48hours which never did until I called in. "Take it or leave it, I been in this business for 20yrs and this is my shop. I can do whatever I want. Even you take it to Bureau of Automotive Repair, you wont claim any." This was his threaten statement over the phone. Tell me how is this consider appropriate? Called in talk to the General Manager Arash and promised will follow up with me on this incident but of cuz nth after. Left several voice-messages for days but intended to ignore. Exchanged emails with VWOA, not sure what they did and no update. I finally filled my bad servery then Arash called in for my damage compensation within 10mins. 2 days after, Arash stated he declined my compensation cause I gave them a bad servery. Define what is customer value and dealership basic trustworthy? Apparently, the whole leadership mgmt do not stand behind their work with continuously denial and believed I accuse them for money. Arash, you need to be extremely clear I am the victim from you shop but you did not step up be accountable for this responsibility. You never admit any sort of fault form your staff negligent and threaten statement but return for some sort of childish denial. Last word, if you planning to make a purchase at this dealership. Make sure you check surrounding dealer because this place has a high mark up profit. I tested the GTI at this place first but end up purchase at Royal SF. If you planning for any sort of service, do it at your own risk. More

Wow. Only go here and ask to work with Sergio if you want to find out later that you overpaid for your car by an outrageous amount. Yes, one can argue that we should have been better consumers but our servic to find out later that you overpaid for your car by an outrageous amount. Yes, one can argue that we should have been better consumers but our service here was ridiculous. The absolute epitome of slimy car salesman and dealership. My husband received an online ad for a 2014 Jetta Sportswagon TDI a week after purchasing the car. Realizing we had probably overpaid despite a heafty payment down, he emailed Serramonte VW directly and asked for a quote on the exact same car. The quote was over seven grand less than we were sold the vehicle for. Lesson learned; however, we will never use this dealership again and suggest no one else does either. More

Do not buy a car from these people. They pulled a classic bait and switch routine on me, unfortunately after doing a little research on yelp I found that is pretty standard for these clowns. Hey dud classic bait and switch routine on me, unfortunately after doing a little research on yelp I found that is pretty standard for these clowns. Hey dudes when someone asks what the out the door price is don't waste their time! Have enough sense to know better. I'm not going to write a book here, just don't give them your business, trust me More

During negotiations, I asked several times if I am getting the college graduate discount. Both the sales manager and finance manager that I am getting the discount. Right before signing the papers, I getting the college graduate discount. Both the sales manager and finance manager that I am getting the discount. Right before signing the papers, I asked the finance manager again if I have received the college graduate discount to which he said, "I already applied it". A recap of what this discount encompasses: VW pays the first month's payment on the vehicle. One month passes and the first month's payment comes in. The college graduate discount was not applied. I went back to the dealership to ask them what was going on and if they forgot to submit the required paper work. The sales manager tells me that, "I thought I told you that you do not qualify for the discount." That is a lie. Not only am I well qualified for the discount as described by VW, but he was the person that told me that the discount will be given to me. I then went to talk to the finance manager and he said he remembers me, but does not remember giving me the discount. Again, right before signing the papers, I asked if the discount has been applied and he is the person that told me yes. So in short, this dealership is full of liars. On top of them lying about the discount, they sold me a defective car. As I got into the car, I noticed that the back seat have defective leather. I pointed that out to one of the sales manager and he told me that it will be fixed free of charge. I brought my car in and instead of replacing the piece that is defective, they stretched the leather in an attempt to "fix" it. Needless to say, the leather is still defective. Not only did they not fix the leather seat, but they also manage to return the car with even more damage on the leather! They scratched the leather steering wheel. When I pointed this out, they said that they can try to redo the leather seats, but the steering wheel they will not fix. Needless to say, I am very upset. I am going through VW Care as well as VW Finance to try to patch this up as much as I can. I am also contemplating if this is worth going to court for as well. More